IT Helpdesk Technician

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4 days ago Requisition

IT Helpdesk Technician

Position Overview:

Hidden Level is transforming airspace safety with innovative, scalable drone detection and airspace technology. We provide real-time, actionable data to enhance security across various environments. As we expand, we're looking for an IT Helpdesk Technician who will serve as the first point of contact, support, end-users across macOS, Windows 10/11, and Ubuntu environments. This individual will initially report directly to the Director of Information Technology and Information Security and work closely with a broader technical team to ensure that user-facing systems are secure, reliable, and fully operational.

A strong understanding of user support, system administration, and IT best practices is essential to succeed in this role.

Location: This position is on-site in Syracuse, NY, with local travel between company facilities required.

Responsibilities:

Provide first-level technical support across a mixed-OS environment:
Monitor, respond to and resolve IT support tickets in a timely and professional manner, documenting issues and solutions in the helpdesk system.

• Support and troubleshoot user issues across macOS, Windows 10/11, and Ubuntu desktops and laptops.
• Assistuserswith Microsoft
  365 issues including licensing, Outlook, Teams, and Office apps.
• Troubleshoot hardware, networking, VPN, wireless connectivity, and peripheral issues.
• Supporttroubleshooting of engineering and business applications, including software installation,configuration,licensing, and user access management. Escalate complex issues to system/networkadministrators,networksecurityor application specialists.
• Be available for after-hours or weekend support when necessary toassistwith critical updates, maintenance, or business continuity efforts.

Perform user and system administration:

• System Setup and Configuration:
  Install, configure, andmaintaincomputer systems
• Manage user account, permissions, group memberships, and access requests within Active Directory and Microsoft 365in accordance with company access control policies and least-privilege principles
• Assist with administration and maintenance of Windows Server environments, file shares, and other shared resources.
• Support device compliance, endpoint security policies, software deployment, and application management through Microsoft Intune or similar endpoint management platforms.
• Take the lead on supporting ourvarious networkprinters throughout the company and expanding functionality.
• Support cross department projects that relate to desktop support or IT administrative oversight.

Collaborate and communicate effectively:

• Serve as a liaison between users and technical staff for escalated issues.
• Collaborate with Leadership and the Information Technology and Information Security Teams to ensure compliance with internal policies and security standards.
• Maintain detailed documentation of common problems, procedures, and resolutions.

Support compliance and security efforts:

• Support the organization's compliance efforts related to NIST SP 800-171, CMMC, and other applicable cybersecurity requirements through secure administration of user accounts, endpoint devices, mobiledevicesand IT systems.
• Follow established security procedures and promptly report security incidents, vulnerabilities, or policy violations to the Director of Information Technology and Information Security and/or Information System Security Manager (ISSM).
• Maintain accurate inventory records for assigned endpoint devices, mobile devices, peripherals, software assets, and system ownership information.
• Execute onboarding and offboarding procedures, including account provisioning, access modifications, device deployment, mobile device assignment and recovery, asset recovery, and account deactivation in accordance with company security policies.

Required Qualifications:

• Associate Degree in Information Technology with 1+ year of relevant experience, or a High School Diploma/GED with 3+ years of hands-on IT support experience.
• Demonstrated experience troubleshooting hardware, software, networking, and endpoint management issues.
• An understanding of desktop operating systems, including macOS, Windows, and Ubuntu.
• Familiarity with Active Directory, Windows Server, and Microsoft 365 administration.
• Experience working in a helpdesk or ticket-based environment.
• Familiarity with Microsoft Intune or similar MDM/MAM platforms for device management.
• Working knowledge of NIST SP 800-171, CMMC, or other regulated cybersecurity frameworks is preferred.
• Eagerness to learn and grow in a fast-paced technical environment.
• Strong internal customer service skills and the ability to communicate effectively with both technical and non-technical users.

Preferred Qualifications

• CompTIA A+, Network+,and/or Security+ certification.
• Experience supporting…